Match the symptom to the next action
| Symptom | What to check |
|---|---|
| Microsoft selects the wrong account | Choose the intended administrator in Microsoft's account picker. Use a separate browser session if an existing session keeps selecting the wrong identity. |
| The connection link expired or was already used | Return to the project and generate a fresh connection link for that tenant role. |
| Admin approval or privileges are required | Have that tenant's administrator complete consent. App sign-in alone does not grant connector permissions. |
| A connected tenant cannot read a site | Confirm the site address, connector access, and whether the content exists in that tenant. |
| A destination restore reports access denied | Check the destination connection and the affected site's permissions and sharing policies. Preserve the exact error. |
| A certificate or service configuration error appears | Send support the project, time, tenant role, and error. Service credentials are managed by ShareRestore; do not paste keys into a ticket. |
Reconnect deliberately
- Open the correct project and expand its tenant connection details.
- Use Reconnect or change source tenant or Reconnect or change destination tenant for the affected side.
- Review the returned tenant identity and connection status.
- If the tenant identity changed, repeat the affected scans, matches, and preparation. Review the new plan before any restore.
What to send support
Include the exact error text, the time and timezone, whether source or destination was affected, the project and batch or run reference, and the action you selected. A cropped screenshot is useful when it shows the message. Exclude passwords, access tokens, and secret keys.